The Client
Leading issuer of prepaid cards and co-branded card programs in the United States
Challenge
- Working with multiple vendors for support in customer service and disputes
- Pandemic situation rendering several vendors incapable to support customer operations
- Rising levels of Reg E violations and higher levels of customer dissatisfaction
- Coforge signed in as a new vendor as a part of the customer’s BCP strategy
Solutioning & Execution
- Enabled a work from home model for all resources aligned to the process
- Stringent data security, ensured in the remote model through effective controls
- Deployment of remote team monitoring methods and tools to ensure performance at par or better compared to a work from office model
- Stringent performance governance - Daily performance dashboards discussed with customer and Coforge management team
Value Delivered
- Enabled the Customer to meet RegE requirements and improve customer satisfaction
- Quick go live (20 days) by Coforge BPS enabled the customer to manage business as usual
- Coforge being considered as partner to support the customer in other areas of their operations
